Auf einen Blick
- Aufgaben: Lead critical customer situations in SAP Cloud Technologies and provide effective solutions.
- Arbeitgeber: Join SAP, a global leader in business application software with a focus on innovation and collaboration.
- Mitarbeitervorteile: Enjoy a flexible work environment, strong learning opportunities, and recognition for your contributions.
- Warum dieser Job: Be part of a caring team that values diversity and personal development while solving real-world challenges.
- Gewünschte Qualifikationen: Bachelor's degree in IT or related field with 6+ years of relevant experience required.
- Andere Informationen: This role offers a hybrid work model and is part of a global support team.
Das voraussichtliche Gehalt liegt zwischen 54000 - 84000 € pro Jahr.
We help the world run better. At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
What you'll do
As a De-Escalation Architect you will be the key SAP expert responsible for resolving critical customer production situations in SAP Cloud Technologies:
- Solve critical situations and bring the customers back working in the shortest time by providing a solution, business workaround or deliver an action plan for issue resolution.
- Evaluate de-escalation strategies devised by different support groups within SAP.
- Orchestration of top issue resolution with all involved stakeholders across SAP.
- Root cause analysis and devise technical action plan to address customer situations in SAP Cloud Technologies.
- For any cloud operation business down situation, guide the customer/partner/SAP operations teams to bring the operations back up.
- Analyse performance problems for SAP Cloud Technology applications and give remediation steps to the customer.
- Serve as a mentor and give guidance to colleagues and new hires.
What you bring
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 6+ years of experience working on SAP integration projects, with a focus on SAP Cloud Platform Integration (CPI), API management, and integration services is a plus.
- Excellent communication and interpersonal skills along with the ability to demonstrate outstanding critical thinking skills and easily build fluid rapport with our internal & external customers.
- Proficiency in SAP BTP, including hands-on experience with SAP BTP services and Fiori.
- Practical experience in a customer-facing or support role.
Meet your team
Global Technical Back Office is part of SAP Mission Control Center (MCC), operates on a global level. It comprises of global teams and five regional organizations. We deliver 24/7 support to all critical customers in business down and go-live situations. The team is comprised of senior experts across various technical and application areas, working as De-Escalation Architect (DEA).
Bring out your best
SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development.
We win with inclusion
SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
Senior Mission Control Center (MCC) Engineer - De-Escalation Architect (m/f/d) Arbeitgeber: SAP AG
Kontaktperson:
SAP AG HR Team
Careers@sap.com
StudySmarter Bewerbungstipps 🤫
So bekommst du den Job: Senior Mission Control Center (MCC) Engineer - De-Escalation Architect (m/f/d)
✨Tip Number 1
Familiarize yourself with SAP Cloud Technologies and the specific tools mentioned in the job description, such as SAP BTP and Fiori. This knowledge will not only help you understand the role better but also demonstrate your commitment to the position during discussions.
✨Tip Number 2
Network with current or former employees of SAP, especially those who have worked in the Mission Control Center. They can provide valuable insights into the company culture and the expectations for the De-Escalation Architect role.
✨Tip Number 3
Prepare to discuss real-life scenarios where you've successfully resolved critical customer situations or implemented de-escalation strategies. This will showcase your problem-solving skills and ability to work under pressure.
✨Tip Number 4
Highlight your experience in customer-facing roles and your ability to build rapport with clients. Effective communication is key in this position, so be ready to share examples of how you've successfully collaborated with teams and customers in the past.
Diese Fähigkeiten machen dich zur top Bewerber*in für die Stelle: Senior Mission Control Center (MCC) Engineer - De-Escalation Architect (m/f/d)
Tipps für deine Bewerbung 🫡
Understand the Role: Take the time to thoroughly read the job description for the Senior Mission Control Center Engineer position. Understand the key responsibilities and required skills, especially focusing on SAP Cloud Technologies and de-escalation strategies.
Tailor Your CV: Customize your CV to highlight relevant experience in SAP integration projects, particularly with SAP Cloud Platform Integration (CPI) and API management. Make sure to emphasize your problem-solving skills and customer-facing experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and how your background aligns with SAP's mission. Mention specific examples of how you've successfully resolved critical situations in previous roles.
Highlight Communication Skills: Since excellent communication and interpersonal skills are crucial for this role, provide examples in your application that demonstrate your ability to collaborate effectively with clients and internal teams.
Wie du dich auf ein Vorstellungsgespräch bei SAP AG vorbereitest
✨Understand SAP Cloud Technologies
Make sure you have a solid grasp of SAP Cloud Technologies and how they function. Be prepared to discuss your experience with SAP integration projects, especially focusing on SAP Cloud Platform Integration (CPI) and API management.
✨Demonstrate Critical Thinking Skills
During the interview, showcase your critical thinking abilities by discussing past experiences where you successfully resolved complex customer issues. Use specific examples to illustrate your problem-solving process.
✨Highlight Communication Skills
Since this role requires excellent communication and interpersonal skills, be ready to demonstrate how you've effectively collaborated with clients and internal teams in previous positions. Share examples of how you built rapport and facilitated successful outcomes.
✨Showcase Mentorship Experience
As a De-Escalation Architect, you'll be expected to mentor colleagues and new hires. Prepare to discuss any mentoring or leadership experiences you've had, emphasizing how you guided others and contributed to their development.